Essential Job Functions  

• Demonstrates a positive attitude and creates good relationships with team, patients, and guests.  

• Achieves 90% target for inbound and outbound calls.  

• Schedules patients as trained per Best Practice Scheduling guidelines. 

• Accurately documents conversations in patients’ electronic medical record.  

• Verifies appropriate insurance(s) on patients, when appropriate. 

• Confirms updates regarding patient demographic information during each visit:  Name, DOB, Phone Number, Insurance. 

• Respects and always maintains privacy and dignity of patients’ information to assure client confidentiality. 

• Understands and follows the Code of Conduct, OSHA, and HIPAA guidelines. 

• Meets the performance and skill metrics of the position, which are subject to change. 

• Manages large amounts of calls in a timely manner. 

• Follows communication ‘scripts’ when handling various topics. 

• Identifies and resolves issues by using active listening and problem-solving skills. 

• Understands disposition codes. 

• Performs all other duties as assigned. 

Minimum Required Education, Experience & Skills  

• One year telemarketing, call center, or sales experience 

• One year experience in a medical setting 

• Bilingual in English/Spanish required.  

• High school diploma or GED equivalent. 

• Excellent customer service phone skills  

• Effective written and oral communication skills 

• Teamwork orientation. 

• Organized and ability to manage competing priorities. 

• Knowledge of medical terminology. 

• Expert in computer literacy in electronic health record. 

• Ability to navigate between multiple computer programs/screens while assisting patients on the phone.  

• Basic mathematical skills.  

• Ability to react calmly and effectively in emergency situations required. 

• Safe work practices in a clinic setting. 

• Able to follow through with delegated tasks.  

Preferred Education, Experience & Skills 

• At least 3 years in a medical/call center related customer service role. 

Physical & Mental Requirements: (check all that apply)  

• Required immunizations and vaccinations. 

• Ability to lift to 50 pounds.  

• Ability to push or pull heavy objects using up to 100 pounds of force.  

• Ability to stand or sit for extended periods of time.  

• Ability to use fine motor skills to operate equipment and/or machinery.  

• Ability to properly drive and operate a vehicle.  

• Ability to receive and comprehend instructions verbally and/or in writing.  

• Ability to use logical reasoning for simple and complex problem solving. 

• Occasionally requires exposure to communicable diseases or bodily fluids. 

• Occasional travel for clinic activities may be required (ex. InnovaCare meetings or training). 

Innovacare participates in E-Verify and will provide the federal government with your Form I-9 information to confirm that you are authorized to work in the U.S.